Information Technology Specialist (Customer Support) with Security Clearance
Dutieso Respond to all trouble tickets for the Signal Battalion's Network Enterprise Center and Enterprise Systems Division, Tier II operations within a pre-determined amount of time upon receipt.o Analyzes equipment and software reliability and utilization reports for the Command's desktop equipment and software systems to identify and correct problem areas and to establish computer and telecommunications performance levels.o Surveys and evaluates system usage, user complaints, network interruptions or other communications issues, hardware and software capabilities, and other relevant factors.o Identifies adverse trends, ineffective practices or procedures, equipment shortcomings, etc.o Performs process and procedure studies to determine management information automation requirements.o This includes determining the information interface, integration and coordination needs of customers throughout the NEC Area of ResponsibilityRequirements Conditions of Employmento Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.o Three year trial/probationary period may be required.o Incumbent must be able to obtain and maintain TOP SECRET eligibility with access to Critical Sensitive Information.o Security Clearance level may also require the individual to pass urinalysis testing prior to the appointment, reassignment or transfer, and periodically thereafter, per the Alcohol and Drug Abuse Prevention and Control Program.o The incumbent must be able to obtain and maintain the assigned security clearance/background investigation requirements for the assigned IT Level, in accordance with AR 25-2.o The work requires some physical effort (ability to lift and carry 20 lbs) when transporting, installing, or working on computer equipment.o The employee must obtain and maintain a valid Stateside Driver's License.o The employee will provide assistance to organizations in execution of Tier II responsibility.o The employee will NOT travel more than 15% (or less) as part of recurring work responsibility.o The employee must be 8570.1 compliant within 6 months of occupying position.o The incumbent must obtain and maintain a Transportation Motor Pool (TMP) driver's license for driving Government owned vehiclesQualifications Who May Apply:
Only applicants who meet one of the employment authority categories below are eligible to apply for this jobYou will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selectedSee Proof of Eligibility for an extensive list of document requirements for all employment authorities.o Current Army Cyber Excepted Service (CES) Employee Current Army Defense Civilian Intelligence Personnel System (DCIPS) Employee Current Department of Army Civilian Employees Current Department of Army Civilian Employees Applying to OCONUS Positions Current DoD Cyber Excepted Service (CES) Employee (non-Army) Current Permanent DoD Civilian Employee (non-Army) Applying to Cyber Excepted Service Positions Family Member Preference (FMP) for Overseas Employment Non-Department of Defense (DoD) Transfer Applying to Cyber Excepted Service Positions Reinstatement United States Citizen Applying to a Cyber Excepted Service (CES) Position Army CES positions apply Veteran's Preference to preference eligible candidates, as defined by Section 2108 of Title 5 U.S.C., in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, CES Employment and PlacementIf you are a veteran claiming veterans' preference, as defined by Section 2108 of Title 5 U.S.C., you must submit documents verifying your eligibility with your application packageThis position is in the Professional Work Category at the Full Performance Level within the CES Occupational StructureIn order to qualify, you must meet the experience requirements described belowExperience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social)You will receive credit for all qualifying experience, including volunteer experienceYour resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your applicationAdditional information about transcripts is in this document To qualify based on your experience, your resume must describe one year of specialized experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the positionSuch experience is typically in or directly related to the work of the position to be filledSpecialized experience would be demonstrated by (1) providing customer assistance to users including troubleshooting network connectivity, print server connections, PC hardware and software, in order to determine the cause of failure; (2) creating directory accounts for customers including issuing tokens for elevated privileges for NIPR and SIPR; (3) reinstalling software and performing all required software upgrades; (4) ensuring application of information security/Cyber security policiesThe specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined:
(1) Attention to Detail - Is thorough when performing work and conscientious about attending to detailExamples of IT-related experience demonstrating this competency include:
completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others(2) Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and servicesExamples of IT-related experience demonstrating this competency include:
resolving routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation(3) Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriatelyExamples of IT-related experience demonstrating this competency include:
convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information(4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendationsExamples of IT-related experience demonstrating this competency include:
solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriateEducation Some federal jobs allow you to substitute your education for the required experience in order to qualifyFor this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permittedAdditional informationo If you are a current federal career/career-conditional employee, you will be placed on an excepted appointment.o Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Registration.o You will be required to provide proof of U.SCitizenship.o Direct Deposit of Pay is required.o Must be able to obtain and maintain a Top Secret security clearance.o Incumbent (or Selectee) is required to satisfactorily complete the appropriate training and obtain the required certification/recertification for this position as outlined in DoDM 8140.03 Cyberspace Workforce Qualification and Management Program dated 15 February 2023.o Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.o If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant information sheet.o This is a(n) Information Technology Career Field position.o Multiple positions may be filled from this announcement.o When you perform a Civilian Permanent Change of Station (PCS) with the government, the Internal Revenue Service (IRS) considers the majority of your entitlements to be taxableVisit https:
//www.dfas.mil/civilianemploye Recommended Skills Accounting Attention To Detail Automation Business Informatics Communication Computer Equipment Apply to this job. Think you're the perfect candidate? Apply on company site $('.external-apply-email-saved').on('click', function (event) window.ExternalApply = window.open('/interstitial?jobdid=j3s2dg77t8xz7n9llrn', 'ExternalApply-j3s2dg77t8xz7n9llrn'); ); $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
Only applicants who meet one of the employment authority categories below are eligible to apply for this jobYou will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selectedSee Proof of Eligibility for an extensive list of document requirements for all employment authorities.o Current Army Cyber Excepted Service (CES) Employee Current Army Defense Civilian Intelligence Personnel System (DCIPS) Employee Current Department of Army Civilian Employees Current Department of Army Civilian Employees Applying to OCONUS Positions Current DoD Cyber Excepted Service (CES) Employee (non-Army) Current Permanent DoD Civilian Employee (non-Army) Applying to Cyber Excepted Service Positions Family Member Preference (FMP) for Overseas Employment Non-Department of Defense (DoD) Transfer Applying to Cyber Excepted Service Positions Reinstatement United States Citizen Applying to a Cyber Excepted Service (CES) Position Army CES positions apply Veteran's Preference to preference eligible candidates, as defined by Section 2108 of Title 5 U.S.C., in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, CES Employment and PlacementIf you are a veteran claiming veterans' preference, as defined by Section 2108 of Title 5 U.S.C., you must submit documents verifying your eligibility with your application packageThis position is in the Professional Work Category at the Full Performance Level within the CES Occupational StructureIn order to qualify, you must meet the experience requirements described belowExperience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social)You will receive credit for all qualifying experience, including volunteer experienceYour resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your applicationAdditional information about transcripts is in this document To qualify based on your experience, your resume must describe one year of specialized experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the positionSuch experience is typically in or directly related to the work of the position to be filledSpecialized experience would be demonstrated by (1) providing customer assistance to users including troubleshooting network connectivity, print server connections, PC hardware and software, in order to determine the cause of failure; (2) creating directory accounts for customers including issuing tokens for elevated privileges for NIPR and SIPR; (3) reinstalling software and performing all required software upgrades; (4) ensuring application of information security/Cyber security policiesThe specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined:
(1) Attention to Detail - Is thorough when performing work and conscientious about attending to detailExamples of IT-related experience demonstrating this competency include:
completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others(2) Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and servicesExamples of IT-related experience demonstrating this competency include:
resolving routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation(3) Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriatelyExamples of IT-related experience demonstrating this competency include:
convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information(4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendationsExamples of IT-related experience demonstrating this competency include:
solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriateEducation Some federal jobs allow you to substitute your education for the required experience in order to qualifyFor this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permittedAdditional informationo If you are a current federal career/career-conditional employee, you will be placed on an excepted appointment.o Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Registration.o You will be required to provide proof of U.SCitizenship.o Direct Deposit of Pay is required.o Must be able to obtain and maintain a Top Secret security clearance.o Incumbent (or Selectee) is required to satisfactorily complete the appropriate training and obtain the required certification/recertification for this position as outlined in DoDM 8140.03 Cyberspace Workforce Qualification and Management Program dated 15 February 2023.o Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.o If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant information sheet.o This is a(n) Information Technology Career Field position.o Multiple positions may be filled from this announcement.o When you perform a Civilian Permanent Change of Station (PCS) with the government, the Internal Revenue Service (IRS) considers the majority of your entitlements to be taxableVisit https:
//www.dfas.mil/civilianemploye Recommended Skills Accounting Attention To Detail Automation Business Informatics Communication Computer Equipment Apply to this job. Think you're the perfect candidate? Apply on company site $('.external-apply-email-saved').on('click', function (event) window.ExternalApply = window.open('/interstitial?jobdid=j3s2dg77t8xz7n9llrn', 'ExternalApply-j3s2dg77t8xz7n9llrn'); ); $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
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